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The Era Of Intimate Customer Decisioning Is At Hand

Paper by Forrester Consulting - We are on the cusp of a major shift in how enterprises formulate and manage their interactions with customers.


Companies will decide how to converse with their customers based on a deep and timely analysis of each customer's context, behavior, and history. This shift to intimate customer decisioning is enabled by three is:

  • 1.Informed: Expanding the breadth of customer data analysis.
  • 2.Intimate : Adding customer context to historical analysis.
  • 3.Immediate: Speeding up the insight-to-action cycle to select , delight, and retain customers.